Key service standards

1. Overview

We understand our services are important to you and can impact your daily life. This means we need to be upfront about the time it takes to respond to your enquiry.

Publishing our service standards online allows us to keep our information up to date and manage expectations in times of need, like readjusting response times during a natural disaster.

2. Corporate Governance

Service Service description Service standard
Council and Committee Meeting Minutes Access to Council and Committee Meeting minutes through our website. Minutes available on our website within 10 days of meeting
Council and Committee Meeting Agendas Access to view Local Government meeting agendas through our website. Agendas available on our website by 12:00pm the Monday before the meeting date
Right to Information Response to Right to Information applications. Applications processed within statutory timeframe
Administrative Action Complaints Decision on Administrative Action Complaints Aiming for decision within 25 business days of receipt of the complaint

3. Customer Service and Information

Service Service description Service standard
Mail / email correspondence Requests for information Response or update within 10 business days
Requests for service Response or update within 3 business days
Social media Requests for information and service received by private messages Response or update within 4 business hours
Customer service centres Requests for information and service received in person (Logan Central, Beenleigh & Jimboomba) 80 percent of enquiries resolved at first point of contact
Customer contact centre Requests for information and service received by telephone (3412 3412) Average wait time of 45 seconds
80 percent of enquiries resolved at first point of contact
Customer satisfaction surveys Providing quality service to our community by measuring the end to customer experience Customer effort - rating of 4 or greater out of 5
Contacting Council - rating of 4 or greater out of 5
Processing and outcome of request - rating of 4 or greater out of 5
Overall experience - rating of 4 or greater out of 5

4. Libraries

Service Service description Service standard
Library services – Home Library Service Delivery of library materials to housebound residents. Initial response within 5 business days. Monthly delivery of loan materials.
Library service information requests – email Response to library information requests by email. Initial response within 2 business days.
Library services – internet Request to access public internet in Council libraries. Immediate response, dependent on internet connection availability.
Library services – loans Reservations of library resources available for loan with reciprocal library agreements. Initial response within 2 business days.
Library services – membership (for ages 18 and over) Application for membership to join Logan City Library Service. In person application - immediate response, dependent on valid identification.
Online application – immediate response
Online enquiries – response within 2 business days.
Library services – requests in person or by telephone Response to library information requests in person or by phone. Initial response within 1 business days.
Library services - resources Transfer of resources between Council libraries. Response within 2 business days when item becomes available for loan.

5. Logan Water

Service Service description Service standard
Total water and wastewater main breaks The total number of water main breaks, bursts and leaks, and wastewater main blocks and chokes in all diameter distribution and reticulation mains 25 breaks per 100 kilometres of main
Incidence of unplanned interruptions The number of unplanned interruptions where customers are without potable water supply, per 1,000 connected properties Aiming for 90 percent of property connections to experience no unplanned water supply interruptions annually
Average response time for water and sewerage incidents The average response time for water service incidents, regardless of whether the incident causes an interruption to customers. It is determined as the time it takes to get a person / team on-site to commence fixing the problem Aiming to respond to urgent water and wastewater incidents within two hours (non-urgent within 36 hours)
Restoring services following unplanned interruptions An interruption commences when the water utility is aware that the water supply or wastewater service is interrupted and ceases when normal service is restored Aiming to restore normal service levels within five hours
Pressure and flow The minimum flow rate and pressure at a customer’s property connection Supply our customers with water at a minimum flow rate of 20 litres per minute to meet household needs (for standard residential connections)
New connections Connection to the water or wastewater network Connect your property to our water and wastewater network within 15 working days of receiving your application and payment (where the relevant service is available)

6. Parks

Service Service description Service standard
Garden maintenance Maintenance of gardens on Council's median strips, roadside garden beds, verges, roundabouts, and parks Response within 10 business days.
Bushland maintenance Respond to bushland maintenance and fire break enquiries Response within 15 business days.
Mowing maintenance Mowing of parks, roadsides, and nature strips Response within 10 business days.
Park access and event applications Vehicle access to a park, access to a private property from a park or for an event Response within 10 business days
Park asset and equipment maintenance General maintenance of park facilities and equipment, e.g., lighting, toilets, BBQs, and playground equipment Response within 2 business days. Immediate response if safety concern.
Park incident or nuisance activity Complaint about motorbikes, accident, incident, theft, or vandalism in a park Response within 2 business days. Immediate response if safety concern.
Park litter Complaint of litter and waste left in a park or bushland Response within 3 business days
Parks planning and policy Enquiries about new park infrastructure, planning and policies Response within 25 business days.
Trees Investigate tree maintenance, issues, or concerns Response within 25 business days.

7. Plant Fleet Services

Service Service description Service standard
Vehicle and plant - contractor enquiry Investigate enquiry and evaluate against contract and legal requirements Initial investigation within 1 business day. Immediate response if safety concern
Vehicles (Council) – Police enquiry Provide vehicle and driver details upon request Immediate response
Vehicles (Council) – time and location enquiry Investigate enquiry Initial investigation within 1 business day
Vehicle driver behaviour -Council employees Investigate and evaluate complaint against policy Investigation within 1 business day. Immediate response if safety concern
Vehicles (Heavy) – compliance and standards enquiry for council vehicles Investigate complaint and evaluate against legal requirements Initial investigation within 1 business day (Immediate response if safety concern)

8. Road Construction and Maintenance

Service Service description Service standard
Sharps Removal of sharps found on roadways, footpaths or drains Response within 1 business day.
Drainage / stormwater Blocked gully pits / stormwater drains preventing water flow into the stormwater drain system Initial response within 3 business days. Immediate response if a safety concern.
Footpath maintenance Evaluate and make any footpath hazards safe Initial response within 3 business days. Immediate response if a safety concern.
Guardrails Damaged or missing guardrails Initial response within 3 business days. Immediate response if a safety concern.
Kerb and channel Evaluate requests and make kerb and channel hazards safe Initial response within 3 business days. Immediate response if a safety concern.
Line marking Maintenance and repainting of faded line markings Initial response within 3 business days. Immediate response if a safety concern.
Potholes Repair of potholes Initial response within 3 business days. Immediate response if a safety concern.
Road sweeping Debris or gravel on road that is hazardous Initial response within 3 business days. Immediate response if a safety concern.
Signs - traffic and Street Damaged street, speed and traffic signs Initial response within 3 business days. Immediate response if a safety concern.

9. Waste and Resource Recovery

Service Service description Service standard
Dead animal collection Removal of dead animal/s from public areas e.g.roads or footpaths Removal within 1 business day after the day of lodgement
Missed bin Collection of missed or half emptied bin/s Bin/s collected within 2 business days after the day of lodgement
New / cancelled bins Delivery of new bin/s or cancellation of bin/s Bin/s delivered to property with 2 business days after the day of lodgement
Damaged bin Replacement or repair work to damaged bin/s Replacement or repaired bin/s within 3 business days after the day of lodgement
Stolen bin Replacement of stolen bin/s Bin/s delivered to property within 2 business days after the day of lodgement
Missed kerbside collection Collection of missed kerbside collection Missed kerbside collection within 10 business days after the day of lodgement

10. Submit feedback

If you feel service standards have not been met, please let us know.

We monitor and review customer satisfaction surveys, feedback forms, complaints, and social media to help assess our performance and find out areas for improvement based on customer’s wants and needs.

You can submit feedback using one of the following methods:

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